ComplaintsforTOV Furniture Inc.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the Lola ****** mirror from Tov Furniture on line. After we hung the mirror we noticed that when the mirror is in the off position it gives off a very bright red light which is very distracting when someone is trying to sleep. Again, there is a blue light with the bright lights in the on position , but in the off position there is a red light that is extremely bright making it hard for anyone to sleep, I called the company the next day and they said to fill out a claim form. At this point the packaging had been disposed of but I did not think anything of that. When I explained the issue the company said to fill out a claim form and I was under the impression there would be no problem in returning the item at their expense. Additionally, in every picture next to the item there is NO MENTION OF A RED LIGHT that stays on when the unit is turned OFF. A few days later I get an email from the manager saying that they will not return the item because I do not have the packaging. They also said that even if I did have the packaging it would be my responsibly to return the item. I called the Sr ******** service representative ***** who was not helpful. She said if I scrolled down on the website next to the item ( the 11th picture!!) there is a video showing this red light. Truthfully I couldn't even find the video because the scroll down arrow did not work properly on their site. Only after I was on the phone with her and tried several times did I see the video. ***** said the company would give me a $30 credit. Personally I do not feel the company has acted professionally in this situation and I would like to owner to take a look at the employees who are making the decisions here. They need to think about the description of the item ( the fact that there is no red light in the description or ANY OF THE PICTURES) I do not think anyone should buy from this company anymore. They are not professional and do not put the client needs first.

  Business response

  12/20/2023

  BBB 

  Customer received the item as advertised and the light is a part of the item - and shown in the video. We are wanting to make this right for the customer, and are able to offer at this point $150 refund (50% of the price paid) if customer agrees to the resolution and closes out all complaints. We are limited to this offer at this time.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a sofa in May for delivery in June. Prior to delivery the sofas price was reduced to half of what I paid. I inquired about a price adjustment and was told I couldnt receive one. Okay, so the sofa gets delivered, and my daughter notices some damage on both the sofa and loveseat the very next day. I called to report the damage, and ** told it was signed off as damage-free. (The furniture was left on the porch without a signature) Eventually, I got the customer service team to send a repair person out. The person who was sent looked at the sofa and then told my daughter that the sofa had a lot more going on than the fabric imperfections. He states that the entire frame is broken, and he recommends replacing the sofa. I called their customer service line again and was told, "How can they be sure we didn't damage the sofa?" This is utterly ridiculous! They ship broken furniture, and we have to eat ****. Keep in mind there were 2 damaged items, and they have failed to repair. Even worse, the warranty I purchased doesn't cover this type of damage, and it's over 30 days.

  Business response

  12/06/2023

  BBB Team,

  Customer received delivery on 6/26/23 in good condition. They only reported an issue later - and the broken beam that they reported was reported more than 1 month post delivery - which could have happened easily post delivery. We are able to offer to schedule and cover the costs of a repair person to open and attempt to fix the beam. If they are able to repair it this will be covered. But we are limited to this option at this point. Please let us know if customer is in agreement to this offer. 

  Customer response

  12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  As shown in the evidence the company was contacted within one day of receipt. It tooth company 1month to dispatch repair person, and it was the repair person that discovered the frame was broken. There response is not accurate based on all the documents I have provided to the contrary.These conversations began in June and went into August.

  So, lets do this again.

  1) Received the Sofas and ***** were damaged, they had fabric damage. 

  2) Had a back and forth with customer service (1 week)

  3) Eventually, they arranged for a repair person to look at the sofas

  4) The repair person arrives and points out that the sofa frame is broken, which we had no knowledge of. He recommends replacement.

  5) I call customer service and tell them that the repairman is recommended the sofa be replaced.

  6) **************** says we broke the sofa, or implied we could have broken the frame.

  We just wanted the fabric repaired, I called for fabric repair. Now, it is very convenient that after their repair person uncovers something we didn't even report it's our fault. 

  So let's review the documents again because I'm actually prepared to take legal action as I have the proof to justify a case. I'm a firm believer in electronic correspondence and as you will see I have every email attached. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  12/07/2023

  BBB Team
  As we advised previously, we have an offer open for a tech to repair the issue with the frame which would resolve outstanding complaint of the customer. Please confirm if you are accepting of this offer as this would provide a resolution as needed.

  Customer response

  12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. If they are willing to repair I accept, however if the sofa I deemed unrepairable I would like a replacement. 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to purchase an item which was advertised as on sale through October 10, 2023, in a "Columbus Day" sale. The item I wanted to purchase, a "Boboli Velvet Chair" was advertised on their website at $569.05 on *****.23, at 10:57 PM local time (see the time stamp in the attached photo). When I added the item to my cart, the price went up to the pre-sale price (see time-stamped photo of the item at 11:00 PM local time). I thought it was a glitch.I reached out to the contact address to inquire about what I assumed was a glitch and received a response that the sale only went on until 11:59 PM EDT (I live on the West Coast in the Pacific time zone). Nowhere did I see where the sale was advertised as ending at the end of ***** EASTERN and, were that the case, why didn't the advertised prices revert to the pre-sale prices at 11:59 PM EASTERN? Overall, just feeling short-changed and that this was some sort of bait and switch scam. If you want to end your sale and exclude parts of the country from it, fine. Just ensure that the website reflects the correct pricing and doesn't advertise some bogus "Sale" that has ended. I would appreciate the sale offer being extended to me.

  Business response

  10/13/2023

  BBB Team

  Our sale ended based on where our company headquarters in based - in EST time zone. Customer is asking us to extend the sale price for their time zone. Please reach out to our customer service team directly - and we will honor this request to get this discounted as a courtesy to you.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for a Loveseat from TOV furniture on July 4th. It was delivered on Tuesday July 25th. Upon arrival i noticed one of the legs parts being apart and one side of the velvet being a darker color. My delivery was the last stop of the day and it happened at 6pm. As soon as i saw the defects i contacted the drivers to come back but was hung up by "Am Trucking". Tried to reach back and they didn't answer. I tried to contact TOV furniture but they were closed. I immediately wrote an email and went on their website and filed a claim form. I also contacted them the fallowing morning. They advised someone is working my claim and will get in touch with me. I received a call at 3pm in the afternoon on July 26th saying that there is a process they have to fallow by the manufacturer etc. I said okay. On July 27th they emailed me saying some company will call me to get this fixed. I called and said i did not want them to fix new furniture. I demanded to speak to a Manager. She wanted me to get videos of the damages. Which i send in. At 5:57 i receive an email that both issues are okay by the manufacture and my Sofa meets all the required factory standards. They want me to pay for the shipping back or are offering me a $150 credit to keep it. I don't want a damaged piece of furniture. All i'm asking for is for this piece to be taken back and refunded and i will not pay for shipping back since it's defective.

  Business response

  07/28/2023

  Please see photos of the item attached. We looked it over and determined that these are up to standards. Customer seems to be unhappy with our quality. The gaps are all as built and it is in good condition. We are unable to honor this claim.

  
  

  Customer response

  07/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The gap is not normal. As you can see in the picture. One side is perfect. The other is almost a half an inch out. **************** never offered to exchange it or anything. I'm requesting for them to return it and help at least out with the shipping charge.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  08/10/2023

  BBB Team

   

  As we advised previously, we looked it over and determined that these are up to standards. Customer seems to be unhappy with our quality. The gaps are all as built and it is in good condition. We are unable to honor this claim.

  
  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An order for 2 "**** Black Velvet Counter Stools" was placed on 08/16/2022 and the stools were received in the original packaging on/around 8/22/2022. The chairs were fully assembled upon arrival and their was documentation stating that their furniture has a year warranty.The chairs were purchased more for decorative purposes and are not used on a regular basis. However, I noticed a large crack in the wooden leg of one of the chairs approximately 3 months ago and it appears that the leg will eventually break. As I just mentioned, the chairs were primarily purchased for decoration meaning they are not sat in regularly and I have not cleaned or altered them in anyway so I know the cracked in the wood is a manufacturer/supply issue. Furthermore, I have a total of 4 of the "**** Black Velvet Counter Stools" and the other 3 are fine.I recently reached out to TOV Furniture via email to request a replacement and at that time a customer support agent directed me to submit a warranty clalim for the replacement chair. I submitted the form and pictures of the damaged leg on 07/08/23 and the claim was denied by ******* stating that "it falls under the manufacturer's warranty exclusions... proper care and use are essential to preserving the rights under warranty..."I never mentioned any reason to assume that the chair was improperly used or cared for. The chairs have been in my home less than 1 year so it should still be covered per their warranty. I would like TOV Furniture to honor their warranty and replace the chair because the faulty wood is a manufacturer/supply issue.

  Business response

  07/11/2023

  BBB

  Customer reported an issue with the stool 11 months after receiving it. We are going to place an order for a replacement for this customer - at our cost including associated shipping costs. This item is on backorder - we expect the replacement to ship in approx. 4-5 weeks. This will resolve open complaint. Have a great day!

• Initial Complaint

  05/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  05/31/23 Good afternoon, On 05/17/23, I purchased Jezebel Gray Velvet Wingback chair for $599.00. The chair was shipped on 5/21/23 per TOV customer service. However, per the attachment, Metropolitan Warehouse and Delivery did not pick up the order until 5/22 @9:54 PM EST. As of this today, May 31st, I have not received my chair. Per the tracking attachment that I received via email; the delivery has not even been scheduled. The same chair went on sale, 5/26/23 for $554.08. On 5/27/23, I asked TOV to honor the price difference of $44.92 and process a credit for me, and they refused based on a policy that is NOT listed on their website. Via an email on 5/28, they stated, " Unfortunately, we can no longer process any adjustment on this as it is beyond our policy," I asked that my request be escalated and manager ****** called me on 5/31, and denied my request for the credit of $44.92. She stated she would not honor my request because the chair was shipped before their sale date-May 26. That is only a 4-day difference and should not be a valid reason for denying my request. In addition, none of what TOV reps and manager has stated ( policy) is listed on their website. TOV has chosen NOT to demonstrate good, ethical business practice and above and beyond great customer service. This is my first purchase with TOV and it has not been a positive experience for me so far. TOV is not honoring their "Our Guarantee to You" online statement. Please do right by the customer ( me) and adjust my bill by $44.92. Sincerely,****************** Order #********* Tracking #************

  Business response

  05/31/2023

  BBB Team, 

  We are going to refund the customer $44.92 for the difference in the price that went online for Memorial Day. This will resolve outstanding issue.

  Please allow 72 hours for the refund to be posted.

  Customer response

  06/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid about $1000 dollars on two pieces of a modular sofa. However upon arrival realized they sent the wrong type of pieces. Immediately reached out and was asked to provide proof. Which I did. When I asked if I would be able to exchange them for the correct pieces, I was told they didnt have them In stock anymore. I keep getting told I would be reached out to have them picked and keep getting the run around on getting my money back. I not only dont have my money back but I am having to store these massive pieces of furniture that I cannot use. It has been over a month of dealing with this and nothing has been resolved. I shouldnt have to wait to get a refund when the mistake was made by the company.

  Business response

  04/11/2023

  BBB Team

  We have been waiting for a carrier to arrange pickup on the order. Please have customer instead donate the items to a non profit - and send us a donation slip, and we will process a full refund.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered ********* Gatsby Wood Buffet online from TOV Furniture on 10/18/2022.total price paid $1,015.43 The delivery was scheduled for Tuesday 11/08/22 at my home ************************************************** the delivery team arriving, which they parked out at the street, never pulling into my driveway.They unloaded the item on the street and came to my door and informed me it was damaged. I came to the street to inspect and it was damaged. The delivery guys suggested I refuse delivery. I called TOV and spoke with a customer service rep. on the phone and informed her I was refusing ************** sent me a claim form to be completed. I completed their claim form 11/08/22 the same day. it is now 11/29/22 over 3 weeks later and I have not receiveda new delivery or refund desoite reaching out SEVERAL times to TOV furniture. They are now claiming that I did not refuse delivery and did infact receive the itam and have not refunded. I have NOT received the item or a refund. Please aid me in receiving a refund for the furniture I did not receive, and refused delivery of due to damage.

  Business response

  12/12/2022

  A full refund was issued on 11/29/2022. Receipt attached. This is resolved

   

   

  Customer response

  12/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ****
  
  
  
   
  
  

• Initial Complaint

  09/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a number of furniture items through TOV in September of 2021. I ordered two matching Hump black night stands, and one was delivered absolutely demolished in November of 2021. I was told a replacement would be coming to me December 2021, but then it never arrived and it turns out I was confused for another customer. They apologized for their mistake and told I was to expect an "expedited replacement." I was only then in January told I needed to fill out a damage form, which I did immediately. I was then given the replacement order number **************************.However in January, the furniture piece I was waiting on was "out of stock." I was then told the night stand would be restocked on June 20, 2022. I emailed on that day and was told it was pushed back to August 19, 2022. I emailed a week after August 19th after not receiving delivery information and my email was not returned. I then messaged through the online chat box and was told the night stand would not be back in stock until November 11, 2022. I feel that I am being given the run around and that--even considering supply chain issues--a year long wait on a replacement furniture piece is egregious. Especially, when I was told to expect an "expedited replacement." I have attached our conversations and I would appreciate either a quick replacement of the night stand or a refund for both matching night stands that I purchased. They can retrieve the one that was delivered last year.

  Business response

  09/11/2022

  BBB Team

  Customer has been refunded in full as per their request. Case has been resolved.

  Customer response

  09/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The business says I have been refunded, but did not provide any information. Where was the refund sent? Was the refund sent by check or returned to the card? In what amount? I requested a refund for the pair of matching night stands as I have no use for one without the other. Will they be retrieving the one that was delivered?

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  09/20/2022

  Original card used as payment was refunded. Please see attached. Issue has been resolved.

   

   

  Customer response

  09/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:based from the company

  [Your Answer Here]

   I purchased from TOV Furniture a set of matching night stands. One was delivered in November 2021 one was never delivered. I do not want half of a set. My request was to either deliver the second night stand or refund the undelivered night stand and return the delivered one. I need a refund for the delivered night stand and a method to return it.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a dresser and two night stands on 7/8/21. I paid $150 for white glove delivery. It was delivered 7/26/21. I called right after it was delivered bc it was not completely assembled and I noticed peeling on the side of the dresser. I called at least 6 times and finally told them i just wanted a full refund. I spoke with Lexie. She told me that she would refund $50 of the shipping price because it wasn’t fully assembled and charge me $250 to return it. I asked her why I am having to pay for delivery of a product that is damaged let alone pay $250 to return it? She said she didn’t have any say in the shipping and I needed to call them. I reminded her she just told me that she would take $50 off. She told me she would call me the following week. I got an email from her saying she would let me return the damaged product for $150 and still charge me $100 for the shipping.

  Business response

  05/18/2022

  Hello 
  
  The customer contacted us post delivery and mentioned that she was unhappy with the delivery. Customer was already refunded $50.
  
  We are able to at this time issue a $100 refund if this will close out the complaint. We are limited to this option at this time. 
  
  
  
  
   
  
  
  
   
  
  
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩